Member Experience Manager

Brooklyn, New York


You’re a leader who loves to manage. You’ll develop and coach the Member Experience team, encouraging each teammate to be themselves as they create a personable and memorable connection with our community members. You’ll also advocate for the Wild Alaskan community across the Operations, Communications, Growth and Product teams. You constantly think of ways to simplify and streamline processes, and your ultimate goal is to increase the lifespan of every member of the Wild Alaskan community by delivering an intuitive, empathetic, natural and delightful experience.


CORE RESPONSIBILITIES


  • Oversee the development and management of the Wild Alaskan Member Experience team in concert with our KPIs
  • Lead team in hiring, onboarding, and training new MX teammates
  • Continuously improve onboarding and training for new MX team hires, and provide ongoing training for existing teammates
  • Foster a work environment that is focused on delivering a stellar member experience, with an emphasis on personalized and informed communications
  • Identify and encourage opportunities for each MX teammate’s professional growth by identifying and assisting with initiatives that drive the company KPIs
  • Closely collaborate with the operations team to ensure our community members’ wants and needs are heard
  • Monitor and evaluate company-wide communications to members and potential members, identify areas that need improvement, and work with the team to develop solutions
  • Collect and analyze data from emails, member/lead conversations and questionnaires in order to advocate for the Wild Alaskan community across departments, and work with the team to improve our messaging and member experience as a whole
  • Run daily standups, weekly team meetings, and bi-weekly 1:1s for the Member Experience team

QUALIFICATIONS


Requirements

  • 3+ years experience in customer service, communications, or marketing, with 2+ years of professional management experience
  • Bachelor's Degree or equivalent in experience
  • Excellent communication and relationship building skills
  • Passion for helping people
  • A willing teacher
  • A successful track record working in a high volume environment
  • Able to solve problems by thinking analytically and creatively
  • Familiar with the latest e-commerce trends and customer support software
  • A high attention to detail and appreciation for well-defined, organized business processes

Nice To Haves

  • Working knowledge of Intercom, FullStory and/or Slack
  • Growth marketing, supply chain, operations, design or digital product (QA, Tech Support, etc.) experience
  • Experience working with remote teams
  • Previous employment at an ecommerce and/or food company
  • Teaching and/or coaching experience
  • Fluency in another language

NEXT STEPS


To apply for this opportunity, please send your résumé and a paragraph that describes what excites you about this position to [email protected] with "[Your Name] | Member Experience Manager at WA" written in the subject line.